WFM Manager

About the role

As WFM Manager you will oversee workforce planning and real-time operations to ensure optimal staffing, service level adherence, and cost-effective resource allocation across field and support teams.

In this role, you will:

1. Define and execute the departmental plans in alignment with Workforce Management strategy and client requirements

2. Oversee the end to end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy

3. Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement

4. Act as the primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions

5. Manage escalations, resolve complex challenges, and provide guidance on critical decision-making

6. Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution

7. Lead the implementation of new tools, technologies, policies, procedures and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals

8. Collaborate with cross-functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes

9. Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency

10. Lead and mentor WFM managers and their teams, ensuring a high performance culture and continuous professional growth"

Work model: Remote

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

1. Comprehensive knowledge of Workforce Management principles, methodologies, and best practices

2. Expertise in WFM tools (e.g., Verint, IEX), data analysis platforms, and reporting

3. Strong analytical skills with the ability to translate data into actionable strategies

4. Exceptional communication, presentation and stakeholder management skills, with the ability to influence and negotiate at senior levels

5. Proven ability to manage complex, multi-client environments and drive results under tight deadlines

6. Ability to identify and solve complex, operational and organizational problems leveraging the appropriate resources within or outside the department

7. 7+ years of experience in workforce management, with at least 3 years in a senior leadership role

8. Proven track record in driving large-scale WFM initiatives and process improvements

These will help you stand out

1. Bachelor’s degree in business, management, or a related field (or equivalent experience); advanced degrees preferred

2. C1+ oral and written English

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

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Salary and Other Compensation:

Applications will be accepted until 10/03/25.

The annual salary for this position is between $76,000 - $134,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

· Medical/Dental/Vision/Life Insurance

· Paid holidays plus Paid Time Off

· 401(k) plan and contributions

· Long-term/Short-term Disability

· Paid Parental Leave

· Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.